UX Strategy Lead, Telenet Digital Transformation Program
April 2017 - July 2018
Darwin was one of Telenet’s most ambitious efforts to date: migrate all digital properties to one platform, unify the design language, rethink design governance, and redesign all major web properties.
I created the program strategy for unifying the digital user experience across all platforms, including their customer service software. This included a customer-journey based governance structure, a central component library, new AI-based tools and all major marketing and service flows. I oversaw a team of UX and UI designers who created the concepts for Telenet.be, Telenet One App, BASE.be and the call center software.
Responsibilities
UX and digital strategy
UX concept design
Customer journey workshops
User testing and analysis
Team management
Stakeholder management
Key projects
Telenet.be & BASE.be
As part of the Digital Transformation program, Telenet revamped nearly all of their digital properties, including their two flagship brand sites. I led customer journey mapping exercises and developed the overall concept for the redesign and feature rollout. I oversaw two teams who executed on the UX design, user testing and visual design of each site.
Telenet customer service tools
Telenet replaced the digital platforms used by their call centers and retail shops. I worked across several teams to align various customer service flows, tools and templates. This included configuring a AI-based decision machine, chat integration and multi-tasking flows. We created a new style guide and library of components and templates.